Oracle Service Cloud

2013

The Oracle corporation announced updating of Oracle Service Cloud which includes Oracle RightNow and mobile application of Oracle RightNow Mobile Agent App for iPad tablets in May, 2013.

This version of Oracle Service Cloud is specially developed for iPad tablets, and allows the staff of customer services and customer relations departments, specialists and managers to stay always in touch, being out of office and even en route. The optimized access as online, and in offline allows mobile business users to satisfy effectively increased customer needs that promotes growth of satisfaction.

Cloud platform of Oracle Service Cloud, giving new opportunities for customer service by the staff of customer services out of their stationary jobs, now uses power of Oracle application of Fusion Tap created for iPad. Oracle application of RightNow Mobile Agent App, being a part of Oracle Service Cloud, it is intended for mobile service agents, specialists and managers for the purpose of increase in their efficiency and efficiency in solving of tasks.

In addition new version of Oracle Service Cloud contains Customer Portal improvements, including a possibility of use of cameras of mobile devices, optimization for mobile search technologies and elimination of dependence on CSS and Javascript. In turn, it expands a range of the supported mobile devices, extending support, in particular, to portable game systems and the Ketai phones. According to developers, such improvements allow clients to use services on any mobile devices, with bigger ease to find mobile content and also to expand opportunities by description of problems with graphic objects.

"The new version of Oracle Service Cloud with Oracle application of RightNow Mobile Agent App is specially created for the solution of important and sore problems of mobile personnel — David Vap, the senior vice president of Oracle for development of products emphasized. — The organizations will open for themselves possibilities of the increased efficiency reached thanks to a possibility of unlimited access to up-to-date information about contacts and service history that provides timely, address and high-quality customer service. It, in turn, will allow to reduce time of problem solving and, as a result, to increase satisfaction and a customer loyalty through the strengthened relationship".

Among innovations of Oracle RightNow Mobile Agent App as a part of Oracle Service Cloud in corporation noted: use of "native" opportunities of iPad and the innovation ergonomic models and also convenient navigation and application integration, such as live maps and FaceTime; the protected mobile access to key services and information support, including the organizations, contacts, incidents and tasks; offline caching of data that allows to provide remote access to important information even at disconnection from network; the reporting under performance of contact center and also a possibility of monitoring of exclusive situations out of a workplace; the optimized possibilities of control and tracking of the taking place events thanks to the improved control of transactions, maintaining the magazine of diagnostics, access control on server side and to many other; availability in Apple App Store, simplicity in installation and setup for business users.

"Oracle Service Cloud is a principal component of our cloud services of Application Services for a complex of the solutions Oracle Customer Experience Suite which helps clients to use investments in their CRM system with bigger flexibility and smaller costs — Stephanie Arnette, the head of the global Oracle Customer Experience direction in Accenture company noted. — We welcome permanent investments of Oracle into development of Oracle Service Cloud and are glad to release of the new version with demanded mobile opportunities which will help our clients to remain competitive".

2015

The socialized updating of Oracle Service Cloud

On February 4, 2015 the Oracle corporation announced a release of the updated solution Oracle Service Cloud added with functionality of routing of addresses on the basis of skills, the history of web browsing by visitors and the improved means of social monitoring.

Participation of Oracle Service Cloud in Oracle Customer Experience, 2015

The updated possibilities of Oracle Service Cloud help the organizations to solve these problems and to use tools, allow operators to understand better customer needs, to respond quickly to the requests for ensuring excellent experience.

In this version are closely integrated advanced functionality of Oracle Co-browse in Oracle Service Cloud as result of acquisition of Oracle of LiveLOOK company.

Oracle Service Cloud combines service by means of a web, social channels and contact center for the unified, cross-channel service solution helping the organizations to increase sales and adaptation, to create trust and to strengthen the relations, to reduce costs and to optimize efforts.

Oracle Service Cloud is included into a portfolio of the Oracle Customer Experience Cloud cloud applicaions, Oracle Sales Cloud, Oracle Social Cloud and Oracle Commerce for providing the overview of a way of the client by 360 degrees is easily integrated with Oracle Marketing Cloud.

Advantages

Oracle Service Cloud helps the companies to understand better experience of the client and new opportunities:

• Routing of requests on the basis of skills — This functionality allows to connect a specific request of the client with the best of available specialists. The companies can provide the differentiated service according to the client's value for the company or other parameters, quicker process requests and increase overall performance.

• The history of web browsing by visitors — When the client passes from self-service to service by the specialist, the history of web pages allows the representative of the company to support in a chat to define recently browsed web pages and actions of the client which led to a request for the help. Increase in level of customer satisfaction and cost reduction thanks to reduction of average time of request processing is result of it.

• Oracle Social Cloud — the Developed means of social monitoring and powerful analytics help the organizations to understand better when pro-active customer interactions on social networks are required that is out of their control. Oracle Social Cloud allows to transfer freely messages from social networks to Oracle Service Cloud where the complex of instruments of service interactions for ensuring effective reaction can be used. The subsequent answers of clients automatically create a flow for the initial message that can start actions of Oracle Service Cloud. It provides timely identification of trends, increase in customer satisfaction and an exception of expensive disagreements between divisions.

Shared service and rapid response

• Oracle Co-browse — in Oracle Service Cloud implements closer integration helping to give quickly access to the screens to the specialist of a support service – without the need for loading. It raises a problem solving indicator at the first address and accelerates interactions by phone or in a chat.

• Service Collaboration — Completely integrated functionality allows specialists to use expert knowledge on the scale of all organization through flows of discussions and sharing of documents. Such cooperation provided directly via the console or mobile devices of the specialist promotes the accelerated and more complete solution.

• Policy Automation — For the organizations with the numerous or often changing procedures automation the politician in a cloud environment provides means of the organization of dynamic interviews of specialists and clients for immediate determination of compliance. The new version offers expansions in experience of an interview and also improvement in modeling performance such as joint modeling and industry examples of projects for the accelerated implementation.

Functions of social interaction Comunity Self-Service

In release of September, 2015 functions of social interaction Comunity Self-Service are added to Oracle Service Cloud. It is new approach which allows to include community of interested persons (community of social networks) in a cycle of management of client experience. Now Oracle Service Cloud allows to provide to clients uniform experience of web service and interaction with community for problem solving that increases overall effectiveness of service. Such approach allows to reduce a way of the client to obtaining necessary information and also reduces a flow of requests to canals of service which are more expensive to the company, for example, in the center of support.

The improved integration between Oracle Social Cloud and Oracle Service Cloud includes enhanced capabilities of monitoring and the analysis of content from corporate social resources (social listening), including data of communities of interested persons (Community Self-Service), data of polls, magazines of chats and addresses on phone. The organizations can distinguish and analyze unstructured data now, understanding terms, subjects, moods and characteristics of clients, and can browse at the same time internal corporate and public, received from external sources, given on the Oracle Social Cloud Relationship Management dashboard.

There was a release of Oracle Service Cloud

On December 1, 2015 the Oracle company announced release of the end-to-end solution of upgrade as a part of which the products Oracle Commerce, Oracle Configure, Price and Quote Cloud (Oracle CPQ Cloud), Oracle Marketing Cloud, Oracle Sales Cloud, Oracle Service Cloud and Oracle Social Cloud.

Submission of Oracle Service Cloud (2015)

As a part of version release the innovation service Oracle Service Cloud Knowledge Advanced, according to the statement of vendor, the product helps the companies to optimize knowledge management, to improve experience of customer service by means of different channels of interaction. Using Oracle Service Cloud Knowledge Advanced of the company can reduce maintenance expenses and increase satisfaction, both end consumers of services, and call center operators.

2016

Helping the organizations to increase quality of point service on places, Oracle in the spring of 216 offered opportunities of exit service maintenance thanks to Oracle Service Cloud. Oracle Field Service Cloud allows professional client support services to use as much as possible the opportunity controlled on time, the predictable and self-trained technology of drawing up the most effective working schedules and route plans for mobile teams. Giving to the organizations an opportunity of optimum control of their work, the new version of a cloud service guarantees timely arrival of specialists on an object with all necessary set of the equipment, spare parts and knowledge in full accordance with expectations of the customer.